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FB6: Attach File option not available when Closing a case

We often attach files when closing cases (the test files used as part of verifying the fix).

But the Attach File option is not available when closing a case.

Is there a material reason for that?

We have to:

  Edit case
  Attach files
  Hit OK
  Close case
  Hit OK

Could be easier.... ?

Thanks!
Sam Jones
Monday, December 17, 2007
 
 
Hi Sam,

We hadn't thought of that particular use case. When we think of closing a case, we think that all the work on a case is done, so no more editing should be happening on the case.  But you bring up a good point that test results would make sense to add at that point as part of the closing process, so we'll have to figure out if that makes sense for other situations too.
Eric Nehrlich Send private email
Wednesday, December 19, 2007
 
 
>>>
When we think of closing a case, we think that all the work on a case is done, so no more editing should be happening on the case.
<<<

Well, FB allows me to add text to the case... so the philosophy you state does not really stick.

My point could be stated like this:

"When I close a case or edit a closed case, why is it that the attach file option is absent? Attach file is present when I create or edit or assign a case. Why would this small, unobtrusive, yet often useful, feature be absent ?  This is neither intuitive, nor consistent with how FB works. It feels capricious. It forces any user who wants to attach a file in these cases to jump through multiple hoops.

For what gain?"
Sam Jones
Thursday, December 20, 2007
 
 
Hi Sam,

You're right, I can think of a few situations in which being able to attach a file while closing a case might be useful.

I've opened a feature request for us to consider when working on the next version.
Ben Kamens Send private email
Wednesday, December 26, 2007
 
 

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